The Customer Service Specialist performs duties under general supervision of the Director of Administrative Services, but works independently to provide full range of front desk, and payroll support to the Facilities Development and Operations Department including the receiving and posting of time off and overtime. Maintains accurate data records for all service desk communication forms and telephone lines during regular operating hours, Monday through Friday 8:00 am to 5:00 pm. Knowledge of the business practices of the department as it relates to work orders for repair and services, project management for tenant improvements and capital renewal are important for this role. Accurate data entry, word processing, and report extraction knowledge are critical. Provides administrative support and adheres to procedural and project management operational guidelines and processes for services request/work order tracking; closing of work order upon completion; and following the process to ensure billing has occurred as applicable. The duties of this position require exceptional people skills including diplomacy and tact as they will be responding to customer requests, complaints, and time sensitive needs. Additionally, this position requires exceptional organizational skills as all communications and activities must be quickly and accurately recorded despite constant interruptions from requests made by the campus community and interdepartmentally.
The Administrative Services unit of Facilities Development & Operations provides services to a University campus spread across nine sites comprised of +170 acres, 52 buildings, and more than six million gross square feet. Facilities Development & Operations employs approximately 280 full time permanent staff and up to an additional ten part time, seasonal, or contract staff. In FY20-21, the assigned operating budget for the unit is $49 million not including funds associated with purchased utilities or maintenance and repair projects.
- Assist in scheduling requests for building shut downs and send customer notifications quickly to all necessary parties
- Receive, record, and dispatch general and emergency information quickly, clearly, and accurately using computerized systems and databases for input and retrieval of data
- Determine the scope and degree of urgency for emergency service/work requests and radio dispatch Do-It-Now (DIN) Technicians on type of problem that is presented
- Assist and train customers on using the web-based iService request for non-emergency maintenance and repair calls
- Radio appropriate technicians for DIN work orders as appropriate and schedule to them on their dashboard
- Maintain and update status of work orders on the CMMS database
- Responsible for key distribution and collection of returned keys
- Ensures that all fulfilled requests are scanned and electronically filed
Knowledge, Skills & Abilities
- General knowledge of Facilities Maintenance Dispatch Center
- Ability to handle multiple priorities and manage multiple situations while under duress
- Fluency in using standard software applications: word processing, spreadsheets, databases, email, and Google Drive
- Strong oral communication skills
- Must possess excellent customer services and public relations skills
- Ability to analyze emergency situations accurately and take proper action
- Completion of a high school program, technical/vocational program, or their equivalents combined with two years of related office work experience or a combination of education and experience which demonstrates the ability to perform the essential functions of the position
- Two years of experience in customer service in a front office, maintenance or construction dispatching, or switchboard operation
Classification: Administrative Support Coordinator I
Anticipated Hiring Range: $3,670/month - $3,744/month
CSU Hiring Range: $3,276/month - $5,178/month
San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.
Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:
- Letter of Interest
All applicants must apply within the specified application period: May 23, 2022 through June 7, 2022. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.
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